Customer Success Manager

About Us

At Bitscale, we're a tight-knit, ambitious team of
IIT Kanpur grads
building a
signal-first GTM automation platform
that makes SDRs and growth teams
10x more effective
.

We've spent years at places like
JP Morgan, HSBC, Nanonets, and CityMall
, and now we're building the next big thing from the ground up — with real customers, real data, and real scale.

For engineers, that means:

• Working on
  high-volume data pipelines
  ,
  LLM-heavy workflows
  , and
  workflow orchestration
• not toy apps.
• Building systems that sit at the intersection of
  AI, growth, and SaaS
  , where performance and reliability actually matter to revenue.
• A chance to shape the
  technical and product DNA
  of a company that's growing fast.

Bitscale has grown
10x in the last few months
and is one of the
fastest-growing startups out of India building for the world
.

If you've ever wanted to own and influence the core architecture of a serious AI + SaaS product, this is that window.

Details

Location
: Gurgaon (On-site)

Function
: Customer Success, Activation, Retention, Expansion

Level
: Senior / Founding Team Member

What are we looking for?

This is not a conventional CSM role. You are coming in as the founding Customer Success leader, responsible for building the entire customer experience engine that drives Bitscale's long-term revenue.

You will own the full post-sales lifecycle:

1. Activation – onboarding, time to first value, training, deployment.
2. Retention & Support – ongoing adoption, technical support quality, renewals.
3. Expansion – upsell, cross-sell, identifying revenue opportunities, increasing ACV.

You'll work closely with GTM teams to define the playbooks, metrics, processes, and systems that scale Customer Success at Bitscale.

If you are a person good at talking with customers and are super into process automations and standardisation , this role is for you.

Key Responsibilities:1. Activation & Onboarding

• Design, run, and continuously improve Bitscale's onboarding flows.
• Own
  Time-to-First-Value (TTFV)
  and
  Activation Rate
  as primary metrics.
• Create implementation plans, walkthroughs, success plans.
• Drive product adoption in the first 30 days with measurable checklists.
• Build self-serve onboarding checklist where possible (docs, videos, templates).

2. Retention, Adoption & Support Quality

• Own
  Net Revenue Retention (NRR)
  and
  Gross Retention
  targets.
• Monitor customer health, usage patterns, and drop-off signals.
• Build and standardize support processes: SLAs, escalation paths, triaging framework.
• Train junior CSM/support associates and set QA standards.
• Build and manage the customer knowledge base (help center, docs, templates).

3. Upsell & Expansion

• Own the
  upsell pipeline
  and collaborate with Sales on expansion plays.
• Spot opportunities based on usage trends, new product launches, adoption patterns.
• Run structured QBRs showcasing ROI and driving account expansion.
• Develop and maintain playbooks for expansions in different customer segments.

4. Strategy, Systems & Process Creation

• Implement a scalable CS process using HubSpot, Notion, internal tools, etc.
• Partner with Product on feedback loops, feature requests, customer insights.
• Partner with Sales on handoff processes and upsell workflows.

5. Hands-on work will be a reality

Even as leading strategy, you'll need to:

• Often attend onboarding calls.
• Handle Tier-1 support.
• Troubleshoot workflows manually.
• Build templates, loom videos, custom setups.
• Jump in when customers require high-touch support.

Pre-requisites

• 3+ years of Customer Success experience, preferably in B2B SaaS.
• Demonstrated ability to design and implement CS processes/playbooks.
• Experience handling enterprise or mid-market customers.
• Comfortable working with GTM tools (HubSpot, CRM, onboarding pipelines).
• Exceptional customer communication and stakeholder management skills.
• "Ownership mindset" with the ability to build systems from scratch.
• Good to have: Ex-founder or have worked in a startup.
• Good to have: Experience in
  growth, GTM tools, outbound automation, or sales-led SaaS
  .

How Success Looks like

Within 6 months, you should have:

• Increased our current activation rates via structured onboarding.
• Built the customer health scoring system.
• Set up renewal and expansion pipelines.
• Created ~5 repeatable onboarding and upsell playbooks.
• Standardized our support processes and SLAs.
• Become the single owner of NRR, upsell, and activation metrics.

Why Join us?

• Competitive monetary compensation along with equity share (Fixed + ESOPs)
• Founding team role with real ownership and influence.
• Direct impact on activation, retention, and expansion.
• Shape a core revenue function from day one.
• Fast-growing startup with 10x ambition.
• Work closely with founders across product & GTM.
• Zero bureaucracy; high speed, high autonomy.